I’ve been teaching real estate agents how to leverage technology in their businesses since the early days of DOS and when mobile phones were called Car Phones because they had to be bolted to your automobile because there were no batteries small enough to carry around or antennas that didn’t require a windshield to be suction cupped to. One of my crowning achievements was to work for the company that literally introduced the laptop computer to the real estate industry. Back then it weighed about ten pounds, had a monochrome screen and a hard-drive smaller than what an iPod Nano can hold today. A lot of things have changed since then.
However, it’s the tech support that seems to have withstood the tests of time and the individuals there aren’t any better. Did you know that everytime you have a problem with your Real Estate CRM program the technical support people usually have no idea how to resolve your issues? I have two slides in my PowerPoint presentation that talks about all the irritating things technical support people say and ask. The titles are: “Do you have a brick or a sledgehammer handy?” and “Please hold for Mr. Gate’s attorney.” I have several others, but we’ll save those for the live seminars in your area.
The problem with tech support when dealing with Real Estate CRM is that most of the people there don’t even use the software. They are almost like a smoke screen instead of any concrete help. My guess is none of them as ever sold real estate either. So basically if you have a question about Real Estate Contact Management software, the help you retain from the conversation is going to be minimal. Their main goal is to help you with those “error” messages. It’s just one of the many issues that consumers complain about regarding technical support for programs like Top Producer and AgentOffice. Can you imagine trying to do a mail merge in your word processoor for your contacts and everytime you click the print button one letter pops up and the printer stops? Once you are irritated beyond belief you finally call tech support for the answer. The only problem is you have to hold for long periods of time (which has steam coming out your ears) and when you finally talk with you they have a series of questions. Unfortunately they only make matters worse by asking if other programs similar to the one you have find issues as well. Uh, hello? Why would we have more than one? Probably the funniest part is going through all the same stuff you tried already and wasting another hour to 2 hours time. So what is their final answer; “Well, there doesn’t appear to be anything wrong with your software.” Thank freaking goodness, now can you fix the bleeping problem already! One time I had a person tell me technical support said; “Maybe you shouldn’t try to use it to do mail merges.” Really?
Sadly, the problem all along was not with the software. You didn’t have a “technical” issue; you had an “educational” issue. It turns out you were trying to prepare a form letter from the wrong part of the program or you were skipping a simple step that was telling the software to print “to the contact” not “to the group.” Even more sad is the fact that most tech support people don’t want to admit that they don’t know all the steps to preparing a mail merge and they do their best to make you feel like the idiot while they get on to the next waiting victim.
Then of course you can’t forget about the cost attached to inferior technical support. Top Producer says their tech support is free, but you actually pay $39 a month for the program. AgentOffice gives you a month free when you purchase their software, but if something goes wrong you have to pay $295 for a year long support contract. Heck, this is the same price as purchasing the program!
My point here is, if you just take the time to get trained on the program you purchase, life with Real Estate Contact Management software will be much easier. Just think of it as a good health strategy. After all, an ounce of prevention is worth a pound of cure. If you take this route you won’t have a tech support person say; “We can fix this, but you’re going to need a knife, a roll of duct tape and a car battery.
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